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Scozwozzle
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

There is definitely an issue with the modem. I was told by a technician that there is a known issue with gen 2 and it is being investigated by Telstra. They have replaced my modem because some apparently are unaffected but the new one is having the same issue. At the moment the fix seems to be replace them until you get a working one. (The cable adapter works fine with my old router and direct lan connection btw)
Jimmy
Scozwozzle
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

There is definitely an issue with the modem. I was told by a technician that there is a known issue with gen 2 and it is being investigated by Telstra. They have replaced my modem because some apparently are unaffected but the new one is having the same issue. At the moment the fix seems to be replace them until you get a working one. The cable adapter works fine with my old router and direct lan connection btw
Jimmy
derpster
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2

Yes, you're right. Sadly I have found since my last post that the modem will still start dropping devices and causing headaches at the most unpredictable and inconvenient times. I will be sending this useless brick back to Telstra and they can reimburse me for the cost of the replacement I have had to buy. I have gone beyond what would be considered a reasonable amount of troubleshooting. several days trying to fix things, and a replacement modem that exhibits the exact same faults my original modem did (along with everyone else posting in here).

derpster
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2

Just an update with this modem issue. I foolishly tried again yesterday to reason with Telstra and request that they reimburse me for the value of the replacement modem I have had to buy. They sent me on yet another wild goose chase of 'troubleshooting'. They either can't or won't send me an equivalent modem-router of a different make and model, so the only solution was to purchase a new one, which as others have mentioned in this thread, fixed everything instantly.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

They can't send you an equivalent modem/router of a different make and model as they don't sell them.

Note: by using a non-Telstra modem, you lose your landline phone service.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
HowsItGoing
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

We were having the same issues with wifi consistently dropping out over 6 weeks for our cable internet. I went through days of troubleshooting and tried every action Telstra recommended, had a NBN guy come over and also Telstra technician. We replaced then Gen 2 modem but still had issues with wifi dropping out. The only way I’ve been able to fix the issue was by resetting the cable adapter box, since doing this the wifi has yet to drop out. If only we tried this the first time I called. I have to say though Telstra were extremely helpful, friendly and understanding at my request for reimbursement. I do need to call up again however as we paid our first bill without the internet we had originally signed up for.
Boxercrazy0406
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

We received our smartgen 2 modem with cable adapter a few weeks ago. It is having the same issues as everyone elses. We have constant drop outs and now only some devices will connect to wifi but others will not e.g. only one of our google homes connects, the other doesnt and the ps4 refuses to connect. I have given up and just set our old modem back up. It just sucks that we are now making payments for a dead modem. Dont want to ring Telstra as I know it will take hours, if not days, and it still wont work!
Boxercrazy0406
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

Hi did changing the DHCP release time work in the longer term for you? We received the modem with cable adapter a few weeks back and after a fair bit of trouble shooting, resetting and calling Telstra, I've just given up and plugged our old modem back in. The best I could get the new one to do is connect some of our wifi devices but not all e.g. one of our Google Smart Homes would connect and not the other, the IPADs and phones connected but the PS4 refused to connect. Would love to know if anyone found a permanent solution. I'm too scared to call Telstra again as now that I have the old modem working I don't want to be without internet again!

Boxercrazy0406
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

My solution too! As of last night my old modem is plugged back in and the new one is back in its box. Hoping that someone in this thread finds a permanent solution so I'm not making repayments on something that is totally useless!
Kev_Broady
Level 4: Private Eye

Re: Telstra Smart Modem Gen 2

Yes it works for me. I have nearly all my devices connecting now. The only exception is a wifi extender I use in the far end of my house. That device does not have capability to set up a fixed IP address on it. I can make it jump back on immediately however by changing the DHCP Release Time on the Gen2.

 

I have not reset the cable adapter but this has obviously worked for some but not others.

 

What worked for me was:-

- change the DHCP release time ( I use 504 hours)

- turn off Band Steering

- set up the connecting devices with a fixed IP address e.g. our android phones, tablets etc. This is done on the device not the modem.

 

It has been a step by step process so it is possible that not all 3 actions are needed but now I have it stable I am leaving well enough alone.

 

 

 

 

 

Highlighted
Boxercrazy0406
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

At this stage I changed my DCHP release time to 500 hours and then we had about 10 mini blackouts in our area and the modem has worked perfectly single last night so fingers crossed either the change in release time or the blackouts fixed it!
Jono81
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

Sorry for the extremely late response, was looking through this thread to see if there is a fix yet.
Yes i'm also on Telstra's Cable service, in East Brisbane. I haven't tried to use the smart modem again since i put it back in it's box, but it is interesting that it only seems to be cable customers.
Let's hope there's a fix soon for my fancy white cupboard ornament!
kyles79
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

So, as @343GuiltySpark solution didn't hold, i'm trialling @Kev_Broady suggestion of changing the DHCP release time.  Will update if ok.  I haven't changed band steering as I don't think I need to?  I just use for course work, research, minor social media and the odd tv/movie streaming...

Boxercrazy0406
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

I changed the release time to 500 hours about 2.5 days ago and the service hasn't gone down once. It was going down every 1 hour dead on the release time before i changed it. Hoping it stays up for atleast the 500 hours!!

TW27
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

Hello
I had an issue today where I lost wifi access. After resetting the Gen 2 modem I received a no internet access was available. My solution was to turn off wifi on all devices and PC, reset the modem, wait for 30 minutes and then turn on wifi. All devices and PC worked on wifi again.
Support Team
Support Team

Re: Telstra Smart Modem Gen 2

I'm glad to hear that @TW27, is there anything else you need help with?

 

Please let us know.

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DDB61
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

Hi There, i also had the same problem with 2 separate modems. Certain devices cant see the connections when on ADSL but all devices could see it when on mobile (backup) mode. Telstra said a firmware update was coming. I've shelved them for now and have reverted to borrowing an older modem. Does anyone know if a firmware release has occurred for the Gen2?
Kev_Broady
Level 4: Private Eye

Re: Telstra Smart Modem Gen 2

Nothing yet. How would we be advised I wonder?

Level 23: Superhero
Level 23: Superhero

Re: Telstra Smart Modem Gen 2

Normal you don't get advised when a new firmware is available.The firmware gets automatically downloaded to modem.
Level 22: Superhuman
Level 22: Superhuman

Re: Telstra Smart Modem Gen 2

@cf4 is 100% correct
Although I am a Telstra Employee, I am not here in an official capacity. My opinions are my own and not that of Telstra's.
Support Team
Support Team

Re: Telstra Smart Modem Gen 2

Hi @Kev_Borady, 

 

Was there still an outstanding matter I can assist you with today? 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Kev_Broady
Level 4: Private Eye

Re: Telstra Smart Modem Gen 2

I have a Case Manager who I have been dealing with. The modem and cable adapter were replaced but the dropout problem is the same with the replacement Gen 2 modem.

Nothing concrete yet but I know they are working on it.
Support Team
Support Team

Re: Telstra Smart Modem Gen 2

Thanks for letting me know @Kev_Broady

 

Please keep us updated on this and if you need any further assistance we are here on social media 24x7. 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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DDB61
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

Hey TanashaM,  i think we'd all like an update on timing re the long promised firmware update.

Also as some of us (i certainly have) have put these back in the box, how will we even know its avail.

When i just power it on to work in mobile (backup) mode, i get nasty text messages from Telstra saying they are going to restrict the connection.

Determinedxx
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

Hi
Another unhappy Gen 2 user (being a user would be an improvement on what I can do!)
New House - FTTP - signed up for Telstra NBN. Smart Modem Gen 2 turned on last Thursday - only to find that it will only run in Backup 4G mode (Phone works OK though). Spent many hours testing for Telstra over several days. House next door also FTTP started this process 3 days before - same issues. Proved that the NBN was fine and fast by connecting directly to it - so Telstra agreed to replace modem. This is worse - now the phone doesn't work and still running 4G.

Neighbours have an old Telstra modem so they have put that on and get good performance and a Phone (just not the 4G failover I presume). I don't have such a modem but had a couple of old Optus modems so thought I would try. The one used for NBN is twice as fast as the one that had been used for ADSL but both a heck of a lot better than what I have with a 4G service. Perhaps there would be some configuring tweaks to increase speed further. However of course no failover and no phone - so this is not what I signed up for. I can't face further endless troubleshooting with Telstra support when the modem is clearly not fit for purpose. Not just 1 modem but both - and add the 2 next door that is 4. I think I'll stick with the Wireless Broadband I was using before NBN was installed as we had no copper to the new house. Don't need this hassle.
Level 23: Superhero
Level 23: Superhero

Re: Telstra Smart Modem Gen 2

There should be an a firmware update to fix the Gen 2 modems problems. In the mean time while waiting for the release of  of the firmwarei you could connecti the WAN port of the GEN 2 modem to a LAN port of the Optus modem to provide a phone service using GEN 2 modem as a VOIP adaptor.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

@cf4 is correct. There are updates coming soon
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Kev_Broady
Level 4: Private Eye

Re: Telstra Smart Modem Gen 2

Determinedxx
Level 1: Cadet

Re: Telstra Smart Modem Gen 2

Hi cf4 - that would be an interesting technical thing to try if I can find the free time after spending another 2 hours on the phone to Telstra today - not much progress. They want to see if the new modem will connect to Telstra if we leave it sitting there for 24 hours. We don't really need a landline - it was just part of the deal and I could use it to find my mobile when I mislay it!

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